Head of Customer Success

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. The Head of Customer Success will lead the strategy and execution for driving adoption and growth of Vetcove’s Home Delivery platform across veterinary hospital groups nationwide. In this role, you’ll oversee a high-performing team responsible for supporting hospitals as they implement and expand their use of Vetcove’s home delivery solutions.You’ll serve as a trusted advisor to senior leaders at hospital groups, helping them enhance efficiency, client compliance, and revenue through seamless adoption of Vetcove’s technology. You’ll also collaborate cross-functionally with Product, Marketing, and Partnerships teams to translate hospital feedback into actionable insights that shape the future of our home delivery offering.The ideal candidate is a dynamic and strategic relationship-builder with deep experience managing complex enterprise accounts and leading customer-facing teams in a fast-paced environment.What You’ll DoLead, mentor, and develop a team of 2–4 Account Managers and 4-6 Onboarding Managers focused on supporting clinic rollout, adoption and retention of the Vetcove Home Delivery platformBuild and deepen relationships with key veterinary hospital groups and executives to ensure long-term success and satisfactionDevelop and execute strategies to drive onboarding, utilization, and expansion across hospital networksFocus on process optimization to gain efficiencies in launch cycles and improve clinic experiencePartner with Marketing and Product teams to identify opportunities for new features, product improvements, and scalable enablement resourcesEstablish performance metrics and reporting to demonstrate value, adoption rates, and client ROIConduct regular business reviews and strategy sessions with hospital partners (travel up to 25%)Gather and communicate client feedback to inform product roadmap and commercial prioritiesOversee the creation and review of client-facing materials (implementation plans, performance reports, QBRs, etc.)Continually refine internal processes to improve efficiency, client experience, and team performanceYou Should HaveBachelor’s Degree6+ years of experience in account management, enterprise customer success, or partnerships, ideally within SaaS, healthcare, or B2B technologyProven experience managing and scaling enterprise relationships with multi-location or networked clients3+ years of people management experience, including team coaching and developmentDemonstrated success driving technology adoption and expansion across complex organizationsStrong project management and communication skills, with exceptional attention to detailComfort with data analysis, reporting, and business impact measurementHigh adaptability and the ability to thrive in a fast-changing, growth-stage environmentExpertise in Excel, PowerPoint, and CRM toolsA positive, collaborative attitude and a passion for improving the veterinary client experienceThe typical base pay range for this role across the U.S. is: $140,000/year - $240,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $160,000 - $230,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.Attention all job seekers We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know:Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookoutIt's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourselfRemember that during the application process, we will never request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secureWe understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart